Hello all, I am fairly new to Service Desk and have somewhat of a dumb question. When a ticket is updated, the user who created the ticket will get an email with the update. However, when we change the status to "with customer" or "with 3rd party", the ticker creator does not get this notice with the note added via email. Where should I be looking to see why this is not functioning or whether my previous co-worker who set this up actually set this up properly?

Thanks Adam. I am in the console but i am not sure where exactly I should be adding this. I have attached a screenshot of the current setup - Process Designer - Incident Management - Full Incident (there are multiples but i assume this is the correct one)

Insert an automatic action (green box) to the process between the “With 3rd Party” (blue box = manual action) and “Stop Clock” (green box) and link to the “Add Reminder” action when prompted. Now link up transition lines so that it is inserted between the two original blocks. Now drill into the “Add Reminder” block to set its contents. Tip: you see other reminders in you screenshot so take the lead from these examples by drilling in and reviewing how setup.

Happy to help further if needed once you get stuck in.

As always and especially as you are new to this then I recommend you play in a DEV instance wherever possible, especially as the process needs to be offline to make any changes.